Featured content
FORRESTERNOW
As the coronavirus dominates the global headlines, businesses should take both defensive and strategic actions—focusing on customers, employees, and brand. Read more »
Charts & Figures
-
-
Customer Call Center Call Flow
March 22, 2019
-
Search Results
-
Report Forrester's 2019 Consumer Privacy Segmentation: Europe
Understand Consumer Privacy Preferences And Behaviors To Improve Engagement, Trust, And Experience
November 13, 2019 | Enza IannopolloIn this report, we explain how privacy professionals can apply Forrester's Consumer Privacy Segmentation to understand how privacy perspectives vary by geography across Europe. Armed with this...
-
Report Top Recommendations For Your Security Program, 2019
Each year, Forrester outlines the most important recommendations for your security strategy for the coming 12 months. We base these recommendations on thousands of client inquiries and...
-
Report Best Practices: Customer Call Center Authentication
Prioritize Implicit Biometrics And Phone Reputation To Reduce Customer And Agent Friction
Customer call center authentication (CCCA) combines human and machine processes, tools, and technologies. The call center is invariably the channel of last resort for customers looking to get...